Complaints

• Initial Complaint

  08/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Me and my family were in a accident, and took our car to maaco for repairs. Our radio and backup camera were working fine before we brought the car to them for repairs. The only issue was the bumper that was dmaged in the accident. They assured us our car will be 100% repaired. They had our car for over a month for a bumper to replace. I get the car back and they stated it was %100 working. When i get the car back my radio does not come on at all and the camera is not a backup camera like the original one was with its feautures. I explain to them the faults and they state they are not liable for the damages. They also stated i can buy my own radio and they will repair for free. I should not have to buy a new radio when it was working before we brought it to you to fix and now its not working. I should not have to pay for anything. This is a lack of integrity and care for the customer on their part. This is truly unacceptable.

  

  Business response

  09/08/2023

  Its unfortunate that we had to get to BBB but here we are. We do everything we can to satisfy our customers and it is why we are rating so highly in our area. The failure mode the customer experienced with the screen of their vehicle is a common fault in ****** and Infiniti vehicles. When the vehicles were under warranty, the dealers would change them but outside of warranty, its unfortunately a cost to the customer. Just a ****** search for screens going out in ****** and infiniti vehicles will show you that this is a typical failure on these cars and thousands of people have experienced it. Nothing the shop did in repairing the collision damage in the rear of the vehicle had an affect on the screen and controls in the center console. However, we did in fact work with this customer to get the issue resolved and the customer stated they were satisfied and would not only remove this complaint but recommend us for future business. The issue has been resolved. 

• Initial Complaint

  07/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  **** characters is not near long enough to enumerate the problem. I have prepared a word doc that I will attach.

  

  Business response

  07/11/2023

   

  We are sorry you had the experience you did and will try to address some of the topics/positions you stated in your complaint. We service a large customer base and volume in our market and are rated among the best for some of the very same things you had negative experiences with. We have the reputation we do because we try very hard to satisfy our customers. As you can imagine, this is not possible 100% of the time because despite our efforts, we are not perfect, we don't control everything and some customers cannot be pleased regardless of what we do. I will not turn this into a forum for going back and forth on who did or did not do things as I feel it will not be productive for either of us. I would like to address the quality issues you cite, the length of time your repairs took and discounts/refund.

  When doing an overall paint service, there are a large amount of variables to consider and cover to ensure the customer understands their options and that they aligns with their budget/expectation. Removing items before painting delivers the best quality job but on a 15 year old vehicle brings its own set of challenges. I truly wish you had us inspect and address the issues but I understand your position in being frustrated and lacking confidence. However, one of the benefits of doing business with Maaco is that we have a national warranty. The warranty group would have sent you to another facility that could have addressed the issues without you coming back to our shop. We cannot be sure of the issues you cite nor the assessment of your mechanic. If for no other reason, we should have had these things documented so we could address them with the technician that worked on your vehicle.

  In regards to the length of time it took to complete your repairs, the time given from  ANY shop is always an estimate. There are no guarantees to completion dates from ANY shop. In saying that, we acknowledge the repairs took longer than they should and that our communication to you should have been consistent. As the manager stated to you, if there was a hardship during the repairs and we discussed rental options at the time, we would have been able to negotiate or get a vehicle at discounted rates for you. ****, the manager, asked if you rented a vehicle and asked for an invoice to see if we could have done something since we have relationships with most of the rental companies but you stated you never rented a vehicle but generated a quote on your phone. Assisting with the cost or reimbursing is one thing. Paying you for a rental that didn't occur, is something completely different. 

  This brings us to discounts/reimbursement. You state that you were given "a measly $200" but you neglected to state that you had previously been given $350 off. Your total discount in the end was $550. 

  As stated in the beginning we try to resolve any issues where a customer is unhappy and we clearly take some ownership here. We will reach out to you and see if we can find an amicable resolution. 

  Customer response

  07/17/2023

  Complaint: 20301754
  I am rejecting this response because:

  I wish there was a "wait" or "extend" button vs. a flat-out accept or reject.

  I am awaiting the payment the business owner said they would send to cover the repair bill from my mechanic, to arrive, before considering this issue resolved; typically the post would deliver an envelope 10 minutes away within 4 business days. 

  Regards,
  ***********************

  

  Business response

  07/23/2023

  Based on the agreement we made, we sent a check to you for the items you stated your mechanic corrected. The check has been cashed. The date it was cashed is after the last correspondence from you so we are assuming your resolution rejection was based on timing. Per our agreement, this issue should now be resolved.

  Customer response

  07/24/2023

  Better Business Bureau:
  I have reviewed the response made by the business in reference to complaint ID ********, and wish to add the following info:

  The check from the business arrived on 7/20 - 3 days after my last update. I did attempt to find how to add comment to this incident to provide that update, but wasn't able until the BBB's system processed the owner's response and enabled me to leave this comment today, 7/24.  This is a very slow system.

  I had hoped the BBB would have acted more as an arbitrator than just passing messages back and forth between the business and I. We still have a very fundamental disagreement about the value of my time and disruptions to my life caused by their incompetence, while the business owner seems to think that my experience was the normal course of business.  It is my belief that reimbursing the mechanic's bill is not sufficient compensation, though I am appreciative for that vs. nothing. 

  The business owner made it very clear during our call that he didn't see he had any further responsibility on the matter, and so I will agree to close out this incident; however, I did want it documented that we're really not in agreement on this being full/sufficient resolution, but it's not worth any more of my time at this point.

  I do thank the BBB as I believe without their intervention, the business owner would not likely have contacted me (indeed, his people may never have relayed the request to contact me), and thus I would not have recovered the $400 for the additional repairs needed to fix the damage they caused and repeatedly could not fix themselves.
  

  Regards,
  ***********************

• Initial Complaint

  11/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I dropped my vehicle off at 9:30am 10/30/22. That day **** let me know it could take 3-5 days after receiving the parts due to it just being a fender ****** and no other issues. A week goes by no one reached out to tell me there was additional damage internally and that they were waiting on supplement approval from the insurance. Insurance approved it on the 11/09/22 and I called Maaco again to make them aware and spoke with ***** to send the approval email over to them as well from the insurance company. On 11/17/2022 I called again due to not hearing any update and spoke with **** whom stated they are putting the vehicle together and will scan it on the 21st for me to pick it up on the 22nd. I called again on the 22nd before showing up and ***** told me there was a paint imperfection on the fender so they have to repaint it and that someone will call me at lunch time on the 23rd. Lunch time went by no one called so I called them myself and **** told me they were scanning the car at that moment and scheduled for me to pick it up on 11/25/22 at 9:30am. I then received another call 45 minutes later saying I can no longer pick it up because now the shutter is not working which keeps the vehicle from running hot. They stated I would have to wait for another supplement approval and then they would have to take the vehicle apart again and scan it again after fixing it. Which sounds like another 2 weeks of no vehicle. When I first dropped it off I was told itd be 3-5 days. It has now been almost a month. When I dropped my vehicle off there was nothing wrong with a shutter and my vehicle had never had any issues running hot nothing was wrong with the grill at all. There was left fender, bottom bumper, and headlight damage. That is all. This shop has been keeping vehicle and clearly breaking parts because they are money hungry not considering that they are creating extreme distress in my life due to not having a vehicle for. This needs to be fixed correctly and quickly.

  

  Business response

  12/05/2022

  
  First off, we definitely never intend to upset our customers or put them through distress. For this we truly apologize. The first mistake on our part is quoting a repair time to you without disclaiming that numerous things can happen in the repair process to add time. Some are in the shop's control and some are not. In addition to this, looking at a vehicle and giving a time before disassembly is not recommended. Often times there is more damage identified after disassembly. The other situation here that we are not proud of is that we did not communicate with you frequently to make you abreast of the progress of your vehicle. In reality the insurance company assessed the damaged and approved 33 labor hours in paint, body and mechanical areas. This equates to about 10 days for us. Your vehicle took 13 business days (excluding weekends & thanksgiving). I will add a link describing how long it takes to fix a vehicle by industry standards (https://www.nylundscollision.com/time-fix-car/). You can do a simple search yourself to get other references if needed. We did in fact have a paint imperfection we resolved and we did have a fault for the grille shutter that added some time. The fault came from a computer scan done at the end of the repair process and in no way made us any more money. Its unfortunate you concluded that we are breaking parts because we are "money hungry". If you review your final receipt, you will see we didn't charge for a grille shutter as it did not require a new one to resolve the fault. Furthermore, insurance companies don't just pay for items unrelated to the accident on record. We simply could not return your vehicle to you in good faith knowing it had a fault code in the computer. It may not have caused an issue but it was not correct. I will also attach the fault from the report provided by the external source we use to verify electrical health on accident vehicles. In the end we went ahead and polished the entire vehicle for you and left a voicemail on 11/30 stating your car was ready and you picked it up on 12/1. Again, we apologize for the "perfect world" estimate you were given and not communicating with you properly throughout the process. This case has been addressed with the employee involved and will be monitored closer going forward. The scan tool used was OpusIVS and I have attached the report with the shutter communication failure.

   

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩